Customer Experience Design Consultant
Branding & Marketing Archive
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Example: Audience Needs Workshop
One of my newest clients, a mortgage servicer, engaged me to help refine how they communicate with their audience—homeowners in a foreclosure situation. For me, this…
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Everything I Need to Know … I Learned at the Dairy Queen
This article was originally published in the Fall 2008 TAVMA (Title Appraisal Vendor Management Association) Newsletter During down business cycles marketing budgets are often reduced,…
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Branding: The Physical Form of Customer Experience
The Importance of Brand in Your Customer Experience Delivery The need for a company’s employees to deliver upon a brand promise, reflects a growing…
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Mortgage & Title Industry Articles
Mortgage & Title Industry Articles Case Study: Mortgage / Title Insurance B-to-B Customer Experience (CX) >>> Title Insurance and Coffee: Be Starbucks not Folgers >>>…
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Case Study: Mortgage / Title Insurance B-to-B Customer Experience (CX)
During the mid-2000 mortgage boom, NREIS had awareness and credibility issues as they struggled to grow more than 300% in less than two years. Realizing that marketing was only a fraction of the solution, I led an executive management team of Sales, Operations, IT, and HR to create a company-wide customer experience program. The result—the company secured work with 9 of the Top 10 U.S. banks.
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20 Years in Communication! Congrats Kevin!
Recently, I was honored to participate in a friend’s 20th anniversary project – 20 Years in Communications! Interviews with 20 people, each with 20+ years…
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Urban Lending Solutions Name Change
Urban Settlement Services experienced enormous growth and diversification over the last two years, culminating in the launch of the Broomfield, CO Servicing division and the…
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TrueClose Mortgage Software Case Study
Challenge: In 2004 loan origination software start-up TrueClose faced a formidable challenge in establishing itself in a market dominated by two long established competitors, but…
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Allpointe Mortgage Broker Case Study
Challenge: As a 12-state regional mortgage broker, Allpointe Mortgage was successful in states with physical offices, but needed to expand their friendly, knowledgeable advisor image…
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SnS Email Campaign
With the launch of SHOP ‘n SAVE’s Perks Online program featuring e-coupons we moved from special event emails to also send weekly circular emails. The…
